Date Received: 2023-01-09
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I received a letter from Direct Express in XX/XX/XXXX saying I would get a new payee benefit card because their processor was changing. XX/XX/XXXX came and I never received the new card. I called XX/XX/XXXX and was told they would send XXXX out within XXXX business days. XX/XX/XXXX I called back because I still hadn't received a new card only to be told XXXX was never sent out on XX/XX/XXXX. I again was told to wait another XXXX business days for a card. I was also told the XX/XX/XXXX Social Security benefits would be mailed as a paper check from the Social Security XXXX since I wouldn't have the card by then. Well, on XX/XX/XXXX I didn't receive a paper check so I called Social Security who said they sent the monies to Direct Express. I called Direct Express and now couldn't get a live representative. I tried for an entire week and at all times of day only to get a recording that said their phone lines were busy and I would need to call back. Social Security said they had an internal way of sending Direct Express messages and that Direct Express had an agreement with them to call clients within XXXX hours of receiving the message from Social Security. Well, I never got a call even after Social Security sent them messages over several days. This has all caused rent and numerous other bills to be late and meanwhile I still don't have a card.
Company Response:
State: WA
Zip: 98003
Submitted Via: Web
Date Sent: 2023-01-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-09
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/XXXX I tried to buy food through an online delivery service app called XXXX. My card was declined, which was concerning since I get paid SSI benefits on the XXXX of each month. I immediately logged into my DirectExpress online account and noticed all of my money was stolen ( unauthorized transactions ). I cancelled my card online and swiftly called DirectExpress to report the unauthorized transactions for a total of {$2300.00}. However, they stated their Fraud Services Department is closed on weekends. I spent the following week trying to get in touch with their Fraud Services Department and finally got in contact with them on XX/XX/XXXX. I stated my concerns, opened a fraud investigation, and they said they would mail out a Questionnaire of Fraud ( Form DX-QOF-v.06 ). I once again struggled to get in contact with DirectExpress while trying to notify them that I still haven't received the Questionnaire of Fraud. On XX/XX/XXXX I got through to them and they said they would resend the aforementioned form. I received the Questionnaire of Fraud approximately one week later and filled it out. I signed it on XX/XX/XXXX and emailed it to their claims department. On XX/XX/XXXX I received a letter from DirectExpress ' Fraud Department Services ( dated XX/XX/XXXX -- the day before I even submitted my form ) that stated after a " thorough investigation '' the transactions were not unauthorized. There was nothing thorough about their investigation. Most of the transactions were completed in states I've never stepped a foot in throughout my entire life. Additionally, there's over 3 years of clear spending patterns primarily through food apps, such as XXXX and XXXX. They put in the least amount of effort as possible to assist me during an inflationary period and throughout the holidays. It's disgusting and disheartening.
Company Response:
State: AZ
Zip: 856XX
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-08
Issue: Unexpected or other fees
Subissue:
Consumer Complaint: I use the Direct Express app the orange one which is direct x popped up in 2019 so now I have to use the orange Direct Express app instead of the green one. Ok someone is making my debit cards my insurance card they are steal my retirement pay and my XXXX benefits. They are informants and friends of theirs doing this. They also XXXX my XXXX XXXX picture to every state and foreign country that I am a Federal Informant all done by the hand of XXXX XXXX. Please help me I am not an informant he has a lot of foreigners following me around everywhere. My phone is being relayed they fake my calls to Homeland Security because they are alerting my home security videos of my apartment me and my son and of them breaking in pretending to be us in the videos. They faked my calls to the Attorney General because these are informants that XXXX XXXX XXXX and XXXX XXXX is paying to do so. They have my entire apartment complex helping them carry out these fraudulent deeds. They have so many people impersonating me its insane. They are passing out all my personal information to whoever want it. I have proof on my XXXX pages checks the links. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Please help me because me and my sons life is in danger behind this. They are steady passing my pictures around XXXX as well as other states. They are the informants and is mad because I have a protective order in place. They are XXXX XXXX and its being hidden because they are informants and they are mad because I found out.
Company Response:
State: OK
Zip: 74112
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-01
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: When calling number on back of my card to check balance, It seems the number XXXX has been hijacked and they try to sell you everything from car insurance to insurance for the elderly. If you don't push the buttons they ask you to they hang up. I contacted customer service who didn't believe me for one and didn't Bother to say " hold sir, let me check that number for you. Noooo! The super didn't know his job. I'm back where I started " no account info. I need help proving their number was hijack. Thank you
Company Response:
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Other service problem
Subissue:
Consumer Complaint: I have received over XXXX calls from direct express about a debit card. My son just got this phone # and I called asked them to stop which they said they couldn't do. I just want my sons phone number removed from their database. Phone number they are calling : XXXX
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-27
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I received an offer from Comerica Bank to apply for a XXXX. When I logged into my account it stated " You don't have any accounts enabled for Comerica '', although I was able to log into my account. I made 3 calls to Comerica to find out what the problem is. CALL 1 : I spoke with XXXX, he asked for my debit card number and the last 4 of my social, and was able to access my account. He told me " your account is in a shuttable status due to inactivity. '' He told me I would need to drive into a local branch ( 50 miles each way ), when I told him I will not drive XXXX XXXX when this can be taken care of over the phone, he told me to call the local branch number from their site after XXXX XXXX CALL 2 : XXXX refused to verify my account with the same information as the previous agent and asked for ( the year I opened the account ) and my checking account number. I provided all the numbers including the routing number. He then told me to drive to the nearest branch XXXX miles away. I asked for a supervisor he refused, I asked 3 more times and was transferred to ( XXXX XXXX, who stated she is a supervisor. She told me " Since you failed the verification you need to call back for another agent. I asked for their corp phone number she refused and told me to call customer service. * They have held the money I have in the account collecting interest for them and refusing to assist. This is FRUAD! How much other customers ' money are they holding collecting interest?
Company Response:
State: CA
Zip: 93551
Submitted Via: Web
Date Sent: 2022-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-24
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: On XX/XX/2022 o contacted Direct Express to issue me a new card due to my old card malfunctioning, I tried 3 days prior to contact Direct Express but couldn't get through to a Live person, finally on XXXX XX/XX/2022 I did about XXXX XXXX, I waited two days for delivery on my new card it arrived on XXXX XX/XX/XXXX XXXX when it wouldn't activate I called customer service back and that's when all my problems began, somehow someone got my info my account number, my Social security number, my birthdate, my address along with my IL State id card, I was told on the 6 th of XX/XX/2022 that the new card would arrive in 3 days when I questioned why 3 not 2 I was told due to heavy requests and being around the holidays be patient, when No card arrived I knew I been Scammed, I called customer service immediately and again took me hours to get threw, when o I finally did I was told someone changed my address to XXXX Maryland and had a new debit card sent there and 4 separate ATM withdrawals for a total over {$1600.00} was made from the 9 the of XX/XX/2022 til the 20 the of XXXX I have been issued a total of 7 different ATM Cards of which I can not use due to the FRAUD continuously occuring, Direct Express Customer Service is horrible to deal with and now I'm being treated as if I were the criminal,
Company Response:
State: IL
Zip: 60181
Submitted Via: Web
Date Sent: 2022-12-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: in XXXX, XXXX my debit card from Direct Express was declined despite my knowing I had enough money in the account to cover my purchase. I returned home and went onto the website to view my statement. I found a series of charges I didn't make on there that were processed through in XX/XX/XXXX. They are as follows... XXXX. XXXX, XXXX, FL XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX TEXAS XXXX XXXX XXXX XXXX {$80.00} XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX XXXX CASH PURCHASE {$330.00} XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX {$43.00} XXXX. XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, MD XXXX XXXX XXXX XXXX {$84.00} XXXX. XXXX XXXX XXXX, XXXX XXXX, NJ XXXX XXXX XXXX XXXX {$90.00} I then got on the phone to direct express and disputed the charges. I received a response from them stating that since I had a similar charge in the past, they must be my charges. I admit I took my family to a puzzle room escape session for my granddaughter 's birthday in XX/XX/XXXX in XXXX XXXX XXXX, XXXX. I have never been to New Jersey or Maryland or Texas except to pass through or change planes and that was over XXXX years ago. I am now getting other charges I didn't make which I believe are stemming from XXXX I did make ... I authorized a {$1.00} charge on XXXX at XXXX for a question I had about a printer problem I was having. That charge shows up as XXXX, XXXX AND {$1.00}. The problem is that there is another charge, XXXX at XXXX to XXXX, XXXX FOR {$74.00} that said XXXX XXXX XXXX. I contacted Direct Express and they gave me a phone number XXXX and another number XXXX which I could reach no one at either of them. Direct Express then told me they couldn't do anything about the {$74.00} pending purchase because it hadn't gone through yet. They can't cancel a 'pending payment ' only XXXX that's gone through already. I have been trying since mid XX/XX/XXXX to get through to Direct Express about that charge and on my account it shows XXXX at XXXX that a payment to XXXX, XXXX FOR {$74.00} was processed. Both the 'pending cash purchase ' and the 'cash purchase ' are both at identical times. I also found some other charges I hadn't made XXXX at XXXX to XXXX XXXX XXXX, XXXX XXXX, CA {$1.00} PENDING CASH PURCHASE AND AGAIN ON XXXX AT XXXX TO XXXX XXXX XXXX XXXX XXXX XXXX, CA {$1.00} PENDING CASH PURCHASE. I tried on several occasions to reach Direct Express about these latest charges and was checking on my account whenever I could get internet access and on XXXX at XXXX XXXX XXXX XXXX XXXX {$74.00} WAS DEDUCTED FROM MY ACCOUNT. I have tried in vain for almost XXXX weeks now to get through to Direct Express but now I can not even access my account to see what is happening or even to obtain my balance. When I try to log into my account either through my pc or through the direct express app on my phone it says to call direct express ... My phone will go dead after XXXX hours of 'holding " trying to get through to them. I am stuck in XXXX, staying where I can because of all the fraudulent charges in XXXX and can not get back to XXXX where we purchased a home in XX/XX/XXXX. I understand direct express is a government benefits card and is the way we on social security get paid, but aren't there any safeguards or protections for those of us who totally rely on them for our monthly stipend to not be defrauded? I had already put in a change of address notice at the post office before I received the final paperwork on the outcome of the fraudulent charges in XXXX, so I assume it's in Nebraska and I can't get there nor can I get ahold of direct express to find out what is going on with my money. The account number entered elsewhere in this complaint is the card number I had when the charges were made in XXXX. I have a new account number now. If this new number is needed, I will provide it.
Company Response:
State: CA
Zip: 957XX
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-16
Issue: Trouble using the card
Subissue: Problem with direct deposit
Consumer Complaint: I am a social security retirement benefits recipient.i receive my benefits on a direct deposit into my DIRECT EXPRESS CARD from COMERICA BANK. I have had their debit card for almost three months and it has been nothing but problem after problem. recently they put a fraud suspension on my account and i can not use my card and my SSA benefits payment for the month of XXXX are in that Direct Express Card. Since i can not have access to my SSA benefits money that are in that card, I keep on telling them to simply cancel that card and account a mail me the funds in it to my mailing address they have in file in my account info profile. They tell me they cant. I keep on sending them identification documents and they claim they cant veryfy. this has happened twice and i just dont want to deal with them. how can i get my funds out of their card and sent to me by mail to my address on file? isn't it federal banking law that they have to send that funds to the address on file? I have heard nothing but bad comments and complaints on this COMERICA BANK known as US DIRECT EXPRESS. Need your help. My last four digits on my Social Security is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: CA
Zip: 92251
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-15
Issue: Problem with a purchase or transfer
Subissue: Card company isn't resolving a dispute about a purchase or transfer
Consumer Complaint: On XX/XX/2022 ; I woke a little before XXXX a.m. to find XXXX charges made to my direct express card about XXXX hours prior that I did not make or authorize. XXXX transaction was for XXXX dollars to a placed called XXXX XXXX XXXX ( XXXX, CA ) and eleven were for {$19.00} to a company called XXXX ( XXXX, CA ). I immediately called direct express customer service and spoke to a representative at XXXX that XXXX. She noted my complaint but informed me that I could not dispute the charges because they were still " pending '', but advised that I close or put a hold on ( I can't remember which ) the card. I needed some cash for bills and necessities, so I first went to an ATM, immediately, and withdrew {$500.00} and spent {$60.00} on some items. I, then, immediately called back and canceled my current card and ordered a new one. On the fourth of XXXX, I was able to call customer service and put an official dispute on file. I received paperwork in the mail from Direct Express on XX/XX/XXXX. I completed the paperwork which was basically a written version of what I told the dispute department on the fourth. I mailed the paperwork on the XXXX of XXXX. On the XXXX of XXXX, I received a credit from Direct Express for all XXXX charges which totaled {$230.00}. I had been made aware that a temporary credit could be given, but I was hoping that everything had been handled. I did receive the letter explaining the {$230.00} credit some days later, but remained hopeful that my money was money again. Unfortunately, on XX/XX/XXXX, XXXX of the {$19.00} credits were reversed. XXXX more credits for {$19.00} were reversed on the XXXX. ( The {$15.00} to XXXX XXXX XXXX has seemed to be resolved and that amount has stayed in my account. ) I called customer service because I was confused about what was happening. I was informed that the reversals were apart of the process and that the merchant would be the ones to reimburse me directly. The reversals, totaling {$210.00}, brought my account to over {$180.00} in the negative and that is where it stayed for the rest of the month. On the tenth of XXXX, I received mail from Direct Express informing me that the merchant has documentation proving the transactions were authorized by me and therefore I could not receive my funds. On Monday, XX/XX/XXXX, I called and argued the information on this letter. XXXX of the things that I told the representative was that on Saturday, the XXXX, I called the number listed for the merchant on my statement. When I called, it went immediately to voicemail. The voicemail was odd : it was a standard personal greeting instead of what you would expect to hear when calling a business, no business at all was mentioned, and all I could hear was a short " mumbling-cryish '' sound in the place of where a name would usually be said. The customer service representative seemed to use the strange voicemail information to send my case to another department that would give it XXXX more look. He said I should be contacted within XXXX business days. On Tuesday, the XXXX, another mail from Direct Express arrived. This one referenced only XXXX charge of {$19.00} from the merchant and saying that the merchant has documentation proving them correct and that the case is closed and the money would not be returned to me. On Wednesday, I once again tried to contact the merchant with the only information available to me, the phone number on my account statement. I called a total of XXXX times ; the calls were made during XXXX different times during what would be considered usual business hours. Each call resulted in the same strange voicemail described previously. The situation started to seem hopeless. I wondered if I was even " automatically entitled '' to my funds or if this was XXXX of those situations where you have to go to court or something. I googled some information on the topic and read that consumer protection states that I should get my money returned to me. I called Direct Express Disputes Department this morning, the morning of XXXX the XXXX, with questions : " Is direct express considered a bank? Do they have different rules? If I am protected why does this shady merchant hold more weight than me? ... and stuff like that. '' The representative this time became extremely short with me and was not helpful. I remained polite because I know that being angry will not help my situation but only hurt it, but I was emotional and close to tears as I told her that this money has affected the entire holiday season and XXXX is drawing near. She continued to speak as if there was nothing to be done and I need to stop wasting their time. After this conversation, I decided to put in a dispute with CFPB.
Company Response:
State: NV
Zip: 89110
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A